Duolian Refund Policy

1. Scope

This policy applies to digital product orders placed directly on the Duolian website, including:

• one-time Starter Pack purchases;
• website subscription charges, including first charges and renewals;
• eligible international website orders processed through Paddle or another authorized payment partner.

If you purchased through Apple App Store, another app marketplace, or a third-party platform, that platform's refund rules control the transaction.

2. Starter Pack refunds

1. Unused orders: If you request a refund within 14 days of purchase and the included analysis usage has not been used, we generally issue a full refund back to the original payment method.
2. Partially or materially used orders: Once analysis usage, exports, or other paid digital benefits have been materially consumed, the order is generally not eligible for a full refund.
3. Exceptions: We may still provide a full or partial refund in cases of duplicate billing, technical delivery failure, billing error, or where required by law.

3. Website subscription refunds

1. Trial period: If you cancel a website subscription during the trial period, the first paid subscription charge usually does not occur.
2. First paid charge: If you request a refund within 14 days after the first paid charge and the paid cycle has not been materially used, we review the request based on usage, fraud checks, and applicable law.
3. Used paid periods: Once the paid cycle has been materially consumed, that billing period is generally non-refundable unless there was duplicate billing, service failure, or a legal obligation to refund.

4. Renewals, cancellation, and chargebacks

1. Website subscriptions renew automatically as described at checkout until you cancel before the next renewal date.
2. After cancellation, the already-paid current period usually remains available until it ends.
3. Completed renewal charges are generally not reversible once the related billing period has started or the related benefits have been made available.
4. If you initiate a chargeback or payment dispute without contacting us first, we may suspend the related access while we investigate the order with the payment provider.

5. App Store purchases

Subscriptions, in-app purchases, or auto-renewing products purchased through Apple App Store are billed, refunded, and managed by Apple. You must request any refund directly through Apple's billing system. We cannot force Apple to issue a refund on your behalf.

6. How to request a refund

1. Email support@duolian.cc.
2. Include your order email, order number, purchase time, refund reason, and any useful screenshots.
3. If the order was processed by Paddle or another payment partner, we may ask you to also submit the request through the billing portal tied to that receipt.
4. We usually reply within 5 business days. The time it takes for funds to arrive depends on the bank and payment method.

7. Contact us